Care.com Customer Service Issues

I am deeply concerned about an incident involving Lucy K, one of the caregivers we hired through your service. My child shared that Lucy struck them in the bathtub, and this has left my children in fear whenever she was around, unlike with other babysitters we have hired. My daughter, who is usually honest, was visibly upset by Lucy's presence, and I trust her account of what happened. We stopped using Lucy a while back due to the fear she instilled in my children, but the memory of the abuse lingers, and it saddens me. I felt it was important to bring this to your attention to prevent another family from experiencing the same.

I am experiencing an issue with my background check. Despite paying the $59 fee to have it included in my profile, both myself and potential clients are unable to access it. This is causing mistrust with potential clients as it appears I may be withholding information. The problem seems to be related to my incorrect birthdate showing as 01/05/[redacted] instead of my actual birthdate of 01/17/[redacted]. I believe this discrepancy needs to be corrected on the system's end. It is urgent that this matter be resolved promptly, as I have two potential clients waiting to view my information. Your immediate attention to this matter is greatly appreciated. Thank you.

Hello, I have been a user of your site for over 10 years. The platform has provided me with great reviews and job opportunities. Unfortunately, I encountered a problem when a background check revealed an old DUI from over 17 years ago. Subsequent background checks have all been clear except for this one incident. Care.com suspended my account two years ago due to this issue. Despite having a clean record otherwise, I am unable to regain access to the site. I am 47 years old, residing in West Palm Beach, FL, and eager to use your services to find nanny employment. I kindly ask for your assistance in resolving this matter as any current background check would come back clear. Thank you for your attention to this matter. Sincerely, Kris L.

I have had a frustrating experience with care.com. Despite updating my information multiple times, I have not received any responses for job opportunities. Even after paying for a background check, the results did not show up as expected. Despite the monthly charge of $20, I find the website to be unhelpful and the app causing me headaches. I am dissatisfied with their services and request a refund for the recent charge. I have not received any benefit from care.com and would like to cancel my account. The inability to view my background check and reviews, along with frequent login issues, have been particularly frustrating. - B. C. Knapp

We were let down by the caregiver not showing up. Jenna Bowden mentioned miscommunication caused the issue, but we didn't cause it. We urgently need someone to be there now. The caregiver also missed yesterday, so the one who came today was new, which is not acceptable. When the nighttime caregiver said they didn't need to find anyone today because my brother was there, he still had to come as no one showed up. It seems like they are not making an effort to find replacements. This situation is not what we agreed to. My brother covered the day shifts on Wednesday and Thursday due to a family death, which we sympathize with, but no substitutes were arranged. I had to cover the day shift yesterday because the caregivers scheduled for Friday, Saturday, and Sunday did not show up. Now, a new person didn't show today. Feeling very frustrated as no one is responding or reaching out. This lack of communication is poor business practice.

I have paid in full for a Premium Membership; however, Christopher cannot find my account or membership! Can you please rectify this issue promptly? FYI: BILLING INFORMATION Subscription Type: Care.com 6-Month Plan Plan Start Date: 11/08/[redacted] Subscription Renewal Date: 05/08/[redacted] For your convenience, your subscription will be renewed automatically at the end of each period, and your credit card will be charged $60.00, plus any applicable sales tax. You can choose to downgrade or cancel your subscription in the "My Profile & Settings" area of your account or by calling our Member Care team at [redacted] before the end of your current term. Dear Shirley, Thank you for contacting us. I am here to assist you! I am currently unable to locate a Care.com account with the information provided. Please provide me with the following details at your earliest convenience: - Email address associated with the account - Full name - Phone number - Address - Last four digits of the credit card used (if applicable) Once I have this information, I will be able to locate your account. I look forward to your response. Best Regards, Christopher Care.com Member Care Visit our Safety Center for tools and tips to help ensure your family's safety.

Hello! I am Jennifer and I have worked as a private nanny for 4 years, spending nearly 3 years with a family I met on care.com. Approximately 2 years ago, I briefly worked for a woman only on Tuesdays, but due to consecutive illnesses, I had to cancel a few times (always in advance). Unfortunately, this woman left a negative review on my care profile, questioning the authenticity of my illnesses without understanding the full situation. Shortly after, my care profile was removed without a clear explanation. Despite this, I have received positive feedback from my current employer and I am eager to rejoin care.com as my current position will conclude in [redacted]. If you have any questions, please feel free to reach out via phone or email. Thank you, Jennifer.

Subject: Issue with Duplicate Accounts on Care.com Dear Care.com, I recently discovered that I seem to have unintentionally created and been billed for two accounts. I believe this happened when I logged into the iPhone app using my Facebook account, which may have reactivated an old account. I only require one account and kindly request your assistance in rectifying this situation. Could you ensure that I am only charged for one account and provide a credit for any remaining time on the duplicate account, please? My current email for the account in question is [redacted], while my prior email was [redacted] I appreciate your prompt attention to this matter. For any further inquiries, feel free to contact me at [redacted]. Thank you for your help.

Subject: Issue with Care.com Premium Membership Hello, I require immediate assistance with my Care.com Premium Membership. Despite paying my subscription fees, I am unable to access the services due to an error message stating my email or password is incorrect. This ongoing issue is causing frustration as I have reached out multiple times without success. If the problem is not resolved today, kindly provide information on the refund process. I have attached a screenshot of the error message for your reference. Your prompt attention is greatly appreciated, as I am disappointed by the inability to utilize the services I paid for. Thank you for your urgent response. Best regards, Viviene --- Subject: Follow-Up on Care.com Premium Membership Issue Hello, I previously contacted you regarding my access issues with my paid account. I am providing an additional screenshot of the recurring error message for better understanding. Your prompt resolution of this matter is crucial considering the inconvenience caused. Thank you. Regards, Viviene

I was recently removed from the Care.com platform. I worked as a housekeeper in [redacted] and [redacted] for clients referred by Care in Lake County, Ohio. I have great references from clients like Geralyn and Mike Hawk, as well as Heather and Jeff Switka. I updated my email from [redacted] to [redacted] I was hesitant to provide my correct birthdate due to privacy concerns. It's important to note that it's illegal to inquire about age during job applications. My name is Rita Noall. I can be reached at my new phone number, [redacted], to discuss this matter further. I am eager to continue working as a housekeeper in my new location and can offer additional references to support my work ethic. I received an email addressed to Greg, which seemed like an error. The photo with the hat is the only one I managed to upload, as I am not very tech-savvy. I would appreciate a phone call to resolve this issue promptly.

I have a free background check subscription. My potential nanny, Vesna M., received my request, but when she clicked on it, the page directed her to a payment page. This issue has happened previously as well, where another potential nanny was charged $70 by Care.com before clicking the link. Care.com initially promised to refund her but then said they couldn't until the "service has been rendered", leaving me to cover the $70 cost on top of my subscription. Could you please reach out to Vesna M. through the provided link so she can confirm her consent? She is unable to proceed because the link suggests she needs to pay. Your assistance is greatly appreciated! I urgently need nanny help, and this delay is frustrating. Best regards, Gloria

I recently interacted with a potential client who requested all my personal information upfront, including my social security number, ID, and full name. After providing the details, the client decided to no longer require my services. Despite not incessantly contacting her, she accused me of doing so and proceeded to have my account deleted even after I had just paid for the premium subscription. I'm only 19 years old, and offering my services was a way for me to earn money. I have cleaned for clients in the past without encountering such issues. The client also falsely claimed I had a criminal background dating back to [redacted] when I would have only been 12 years old at the time. I even went through a background check recently at Dunhams for purchasing a rifle, which turned out fine. Now, she is accusing me of harassment and had my account removed.

Dear Concerned Party, I am writing to address an issue I recently encountered with an email I received from your company. The email in question was titled "Member Removed from Care.com Community" and was addressed to an individual named Jelissa G. My name is actually Beatriz Govea, and I believe there has been a mix-up regarding my account status. I should not be receiving emails from Care.com as my account was supposed to be deactivated last year after my last billing cycle. This situation is concerning to me, especially considering a previous incident of identity theft I experienced. I kindly request further information regarding this matter for documentation purposes. Please reach out to me at your earliest convenience via phone at [redacted] or email at [redacted] Thank you for your prompt attention to this issue. Sincerely, Beatriz Govea

I am urgently seeking a caregiver for my mother who is finishing rehab in two months and moving in with me. Balancing a full-time job makes it impossible to care for her alone. The caregiver account was created, paid for, and emails were sent to potential candidates. However, the account was suddenly suspended due to a misdemeanor possession charge from 28 years ago involving a small amount of marijuana that belonged to my former roommate, not me. This incident was supposed to be expunged and has not affected my state job which mandates frequent background checks. Please reinstate my account under Linda B. immediately so I can reach out to the caregivers I had contacted for interviews.

Hello, I recently paid for my premium membership and submitted my job application through care.com. I am interested in a job in Chatham, Massachusetts, under the name Suzanne Z. Although I initially couldn't be contacted because I hadn't paid the premium fee, I have now paid it and would like Suzanne Z to know I'm still interested. Is there a way for me to reach out to her and let her know she can now contact me? I believe I have all the qualifications she is looking for and would love the opportunity to help. I am 57 years old and live at 5 Bayview Drive, Orleans, MA [redacted]. Any advice on how I can get in touch with Suzanne Z would be greatly appreciated. Thank you, Andrew J. Smith

I recently received a negative review from a single father I babysat for this week. He failed to mention that his children had severe disabilities until after I arrived for the interview. Despite accepting another job, I agreed to help him out for the week but requested payment after the first day. When he returned, he refused to pay me, promising to do so at the week's end. Uncomfortable with the situation, I declined to return, suspecting he might not pay at all. To my surprise, he left me a bad review on care.com. I believe this unjust review should be removed as I have a solid track record as a responsible babysitter with years of experience and positive references. This man misled me and never compensated me for my services.

I was recently hired by a family for a part-time position starting in January, but due to needing to secure additional work, I had to decline the offer in November. This resulted in the family leaving a negative review on Care.com. Subsequently, I accepted a full-time position but had to retract my acceptance a week before starting due to potential health concerns. This led to another negative review and the closure of my Care.com account. I have a long history as a nanny with positive experiences and now feel unfairly targeted. I am concerned about not being able to address these issues on Care.com and the impact on my future job opportunities. I seek guidance on how to possibly defend myself, considering my longstanding career in childcare.

I have been trying to use your service for over 2 months, but I have not received the help I need. Despite contacting 4 different people for assistance, none of them followed up with an interview appointment. One caregiver, Evelyn K., came but did not communicate with me directly. My family asked her to return, but she has not come back. With my brother hospitalized due to heart issues, my sister-in-law can't manage caring for both of us alone. Please, I need help urgently. I do not want to escalate this matter to the Better Business Bureau, but I will if necessary as I have not received the service I paid for.

Hello, I created a nanny profile on care.com and was contacted by someone who claims to need a nanny for his daughter. Shortly after reaching out to him, his account was closed due to a supposed "free trial" expiration. He communicates solely via email, citing being deaf, and is supposedly relocating to my area soon. He offered to pay a week in advance to secure my services, despite not meeting in person. Although his email seemed detailed, I have concerns about safety and the legitimacy of our interaction. Can I check with customer service if abrupt account closures due to unpaid fees are common and if it's typical to make upfront payments like this without a face-to-face meeting? Thank you.

I recently sent an email requesting a screenshot or a phone call regarding this issue. After sending it, I received a message from "care.com" stating that I did not suggest how they can address my problem. In my email, I clearly asked for two things: 1. A screenshot to guide me on how to proceed, and 2. A phone call to be made to me at [redacted]. I have joined care.com multiple times, but I have always ended up feeling frustrated with the site and eventually canceled my membership each time. I am in need of assistance!